Senior Business Analyst, Market Strategy
Capital One
SQL
Problem Management Analyst
Marathon Health
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $75,000 - $85,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudITSMServiceNow
About the role
- Manage and resolve IT problems impacting critical healthcare systems and services
- Collaborate with IT support, infrastructure, application, and security teams to identify recurring or high-impact incidents
- Conduct root cause analysis (e.g., Fishbone, 5 Whys, FMEA) and prepare RCA documentation
- Develop and implement corrective actions, workarounds, and long-term solutions to prevent recurrence
- Coordinate with Change Management to document, test, and deploy fixes and patches
- Prioritize problems by impact and urgency for timely resolution of critical systems
- Conduct trend analysis of incident data and propose proactive problem-management strategies
- Maintain accurate records of problems, RCAs, corrective actions, and resolution steps
- Generate reports on problem management metrics and prepare post-mortem reports for major incidents
- Educate and mentor IT staff on problem management best practices
- Ensure compliance with industry standards, internal policies, HIPAA, and HITECH; support audits and compliance documentation
Requirements
- Bachelor’s degree in information technology, Computer Science, Healthcare IT, or related field (or equivalent combination of education and experience)
- 3+ years of experience in IT problem management, incident management, or IT service management
- Experience working in a healthcare environment with understanding of HIPAA
- Hands-on experience with ITIL processes, particularly Problem Management
- Familiarity with ITSM tools (ServiceNow, Freshworks, Freshservice)
- Knowledge of HIPAA, PCI-DSS, SOC, or Hi-Trust
- Certifications: ITIL Foundation (or higher), Certified Problem Management Professional (CPMP) or equivalent, CompTIA IT Fundamentals or similar, Certified Healthcare Technology Specialist (CHTS) or similar
- Strong analytical and problem-solving skills
- Experience with IT infrastructure, cloud services, applications, monitoring, logging, and diagnostic tools
- Proficiency in Microsoft Office Suite and ITSM tools
- Understanding of network systems, servers, databases, and application management
